Help Desk Analyst (Remote)

Govcio LLC

1d•$60,000 - $65,000•Remote

About The Position

GovCIO is currently hiring for a Help Desk Analyst to for a legacy application to support the Department of Veteran Affairs (VA). This position will be full-time and fully remote. The Help Desk Analyst performs daily activities that are vital to the operation and support of Veteran Affairs.

Requirements

Bachelor's degree with 2 - 5 years (or commensurate experience)
Proficiency in MS Word, Excel, and PowerPoint
Organized, self-directed, and able to work with minimal supervision
Strong understanding of help desk and ticketing system (ServiceNow)
Strong communication skills for professional interactions with end users and stakeholders
Customer-centric approach to resolve issues efficiently while maintaining user satisfaction
Ability to work with cross-functional teams, including project managers, developers, and IT staff
Dependability for providing support during designated hours, ensuring timely response and resolution
Minimum of 2 years of experience supporting public-facing helpdesk or equivalent
At least 5 years total professional experience
Ability to Obtain and Maintain a Suitability/Public Trust Clearance

Nice To Haves

VA clearance (Public Trust) and access
Knowledgeable of VA organizations and processes
Bachelor’s Degree or equivalent

Responsibilities

Resolution of help desk tickets received from the end users.
Interacting with end users in a professional manner.
Escalation of issues to VA (Veteran Affairs) stakeholders.
Development, review, and maintenance of help desk process, knowledge artifacts, and other documentation.
Collaboration across entire project team functional areas to ensure help desk is in alignment with the evolving product as new features are developed and released.
Generates help desk reports, maintaining content on SharePoint sites, and end user/help desk training session planning and coordination.
Work directly with the Project Manager, developers, Office of Information & Technology, and other government staff to maintain daily operations.
Escalate issues to the Project Manager as needed.
Create reports from gathered and logged metrics for content requests, Customer Service support, and/or web analytics.
Manage and track the suspended-user process.
Provide support from 8 a.m. – 5 p.m. (Eastern Time) Mondays through Fridays except for Federal Holidays.